Skip to main content
Wilder-Clari
Contributor ⭐️⭐️⭐️⭐️
May 24, 2023
Question

SFDC Service Cloud's KB articles integrated into Insided’s Federated Search?

  • May 24, 2023
  • 2 replies
  • 39 views

Has anyone integrated SFDC Service Cloud’s KB articles into Insided’s Federated Search?

2 replies

DannyPancratz
VIP ⭐️⭐️⭐️⭐️⭐️
May 24, 2023

I haven’t done this myself, but the Federated Search API gives you the ability to pretty much federate any content. We use it quite extensively. 

There’s like a solution where you could automate indexing net new KB articles when they are created (and vice versa when articles are deprecated). If you can do that, then the main lift is the initial index of existing content. 

One piece of advice: the URL is the unique identifier for federated search content. So if KB article URLs change when, for example, the title changes, you’ll want to factor that into anything you automate. Updated titles would need to index the “new” URL and deprecate the “old” URL. 

FYI: I am no longer active in this community
Wilder-Clari
Contributor ⭐️⭐️⭐️⭐️
May 28, 2023

@DannyPancratz  Thank you..